Technical Support & Continuous Improvement Coordinator -...

If you are here, it is because you know that we are looking for a Coordinator for our AI Solutions Maintenance & Continuous Improvement team .

indigo.ai is the leading platform in Italy for building next-generation AI Agents that transform the way companies communicate with their customers. Since 2016, we’ve been helping enterprises in industries such as finance, insurance, utilities, retail, and e-commerce to evolve their Customer Experience through conversational AI. We don’t just “sell software”: we enable a shift in how organizations interact with people, automating millions of conversations every year, reducing operational costs, improving conversion rates, and creating more personalized, scalable, and compliant customer journeys.
Backed by a recent €10 million investment from Azimut, we are on a mission to take this technology global. This is a unique opportunity to join a well-funded, highly ambitious team and play a direct role in shaping the future of enterprise AI.

Once a client's AI Agent goes live, the work doesn't stop there. The Maintenance & Continuous Improvement (MACI) team is responsible for all post go-live activities across our client portfolio, including issue resolution, virtual assistants’ optimizations and enhancements, integrations, and ongoing solution improvements . The team ensures that every live AI Agent continuously evolves and improves over time, delivering an outstanding user experience while maximizing the value generated for our clients.

We are looking for someone to lead MACI, reporting directly to our Head of Solutions.

What are we looking for?

We are looking for a hands-on technical leader to manage our MACI team and oversee the support and continuous improvement of our portfolio of live client solutions.

This role combines people leadership, operational ownership, and direct implementation work . You will be responsible for ensuring that client requests are prioritized effectively, delivered within agreed expectations, and handled with a consistently high standard of quality.

You will manage and develop the team, define how the function operates, and act as the escalation point for the most complex requests. At the same time, this is not a pure management role: you will personally contribute to client fixes, optimizations, troubleshooting activities, and small solution evolutions, setting the benchmark for technical excellence across the team.

This role is ideal for someone who has already led, or played a key role in leading, a technical support, implementation, solutions engineering, or customer-facing engineering function and knows how to balance multiple parallel requests without compromising client satisfaction, quality, or team effectiveness.

Key Responsibilities:

• People & Team Leadership – Manage, coach, and grow the MACI team; run regular 1:1s and performance review cycles; set clear goals, ownership, and development plans across the team.

• Portfolio Prioritization & Triage – Build and own a prioritization framework (severity, best-effort SLAs, capacity) to balance fixes, small enhancements, and continuous improvements across the entire live client portfolio.

• Hands-on Technical Ownership – Act as the technical reference point for the team and personally handle a share of complex client requests, including troubleshooting, platform configuration, solution optimizations, integrations, and small evolutions.

• Process & Operational Excellence – Design, monitor, and continuously improve MACI's operating model, tooling, workflows, and reporting to ensure the function scales effectively as the client base grows.

• Cross-functional Stakeholder Management – Partner closely with Customer Success, Product, and Tech Support teams, balancing competing priorities across multiple clients and ensuring clear communication and alignment.

• SLA & Quality Monitoring – Define, track, and report on team KPIs, including response times, resolution times, backlog health, SLA adherence, and client satisfaction metrics.

You will need:

• 4+ years of experience in Implementation, Technical Account Management, or similar client-facing technical roles - ideally within a B2B SaaS scale-up or technology company delivering digital products and services at scale.

• Strong Implementation Expertise – You are comfortable owning client requests end-to-end, from problem diagnosis through to implementation, optimization, testing, and release. You can independently navigate both technical and operational challenges.

• Leadership Experience – You've led, mentored, or played a central role in guiding a technical support, implementation, or customer-facing engineering team, and are comfortable managing performance, feedback, growth, and accountability.

• Operational & Process Mindset – You know how to build scalable ways of working, define prioritization frameworks, establish SLAs, and create reporting mechanisms that improve visibility and efficiency.

• Stakeholder Management – You're comfortable managing expectations across multiple stakeholders, balancing competing priorities, and making decisions in environments where not every request can be addressed immediately.

• Project & Process Ownership – Experience coordinating and delivering multiple parallel streams of technical work, ensuring quality and timely execution across a broad portfolio of requests.

• Language Skills – Excellent Italian and English (C1).

We will really like (but they are not required):

• Experience Scaling Technical Support Functions – Experience growing, restructuring, or improving a support, maintenance, or customer-facing engineering function to support a larger client base.

• Conversational AI / SaaS Background – Familiarity with chatbot, voice, conversational AI platforms, or other complex B2B SaaS products.

• Tooling for Prioritization & Reporting – Experience using tools such as Jira, Notion, Zendesk, or similar platforms to manage backlogs, workflows, SLAs, and operational reporting.

Our values:

At indigo.ai we prize Vision (curiosity and courage to challenge the status quo), Connection (empathy, candor, and trust), Responsibility (ownership, reliability, and follow-through), and Excellence (the habit of raising the bar and refining until it’s right). If you naturally think ahead, build strong relationships, take accountability, and obsess over the quality of what you deliver, we’re probably a great match.

What do we offer?

• A key role in one of Europe’s fastest-growing AI scale-ups, backed by a €10M investment from Azimut.

• A competitive salary in the range of 37.5-42k RAL, commensurate with experience + a performance-based Bonus.

• A flexible, remote-friendly work environment built on trust, ownership, and autonomy.

• A dedicated learning budget and a structured Career Development Plan to support your growth.

• Meal vouchers and welfare programs to support your everyday life.

• Top-tier equipment, including a MacBook and iPhone.

• A young, ambitious, and collaborative team with a strong focus on people and well-being.

• Company retreats and team gatherings in inspiring locations throughout the year.

Where is the work?

This is a hybrid position, with at least one day per week spent working from our office.

Our office is located at SPACES, Piazza Gae Aulenti 1/Torre B, in the heart of Milan, and we encourage the team to make the most of it for collaboration, knowledge sharing, and team building.

Beyond our regular office days, we enjoy getting together through company retreats and team meetups throughout the year to stay connected and strengthen relationships across the team.

Why join us?

At indigo.ai you’ll be part of a fast-growing SaaS company where your ideas and work can turn into products used by millions. Join us and you’ll:

• Work with the most advanced AI technologies, shaping how enterprises across industries engage with their customers.

• Be part of a dynamic and passionate team, where everyone has a direct impact on company growth.

• Grow in a culture that values transparency, continuous learning, and career development, with clear paths for personal and professional progression.

• Enjoy a flexible, people-first environment, with remote-friendly policies, stunning retreats, and a strong focus on well-being.

• Contribute to our mission of reshaping how companies and people communicate worldwide.